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ATTDIRECTVCare

Community Support

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1.1K Messages

Fri, Aug 5, 2016 7:43 PM

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DIRECTV 4K TV - What You Need & Troubleshooting

Enjoy the best picture format DIRECTV has to offer and watch your favorite entertainment come to life! DIRECTV is the first pay TV provider to bring you a dedicated 4K Ultra HD channel available 24/7!  You can see travel shows, nature documentaries, and original series, in stunning 4K Ultra HD! Interested? Join the 4K resolution revolution and order!

 

 

 

Features:

  • Virtually 4 times the resolution of 1080p HD

  • Theater-quality Dolby 7.1 Surround Sound

  • MLB Live in 4K

  • 4K Ultra HD On Demand

  • 4K events!

 

What you need for DIRECTV 4K streaming:

  1. A manufacturer certified 4K ready TV – If your 4K TV is not certified DIRECTV Ready, you will need our latest Genie

  2. 4K Compatible Receiver. 

  3. An authorized 4K customer account (Ultimate or Premier Package)

  4. 2.0 HDMI cables.

  5. Have an HDCP 2.2 Port on your television.

  6. Professional installation.

 

Having trouble with your 4K DIRECTV service? The following has resolved some 4K issues:

  • Use HDMI 2.0 cable such as Audioquest Chocolate cables

  • Verify that you are plugged into a 2.2 HDCP port. We recommend checking your owners manual to verify which ports are 2.2 ready.

  • Make sure you have the latest firmware version for the receiver.

  • Internet service - Temporarily, 4K customers who are non-broadband connected will NOT be able to order 4K movies through DIRECTV.com. Enhancements are being worked on to enable our members the ability to order offline and will be communicated at a future date.

 

-ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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Official Solution

Community Support

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1.1K Messages

4 years ago

For more information, go here.

 

-ATTDIRECTVCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
AlexSaba

Teacher

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17 Messages

3 years ago

New customer, 4k channels not working

 

WHAT IS THE DEAL??????? NO INFORMATION , NO BANNER MESSAGES LETTING PEOPLE KNOW WHATS GOING ON... NOTHING!!!!!.

 

WE NEED UPDATES , PLEASE PLEASE PLEASE 

 

1Hr 54

2 Genie Minis

1 4K Genie Mini hooked up directly to my new LG 65UH7700(2016)

 

GETTING SAME ERROR MESSAGE AS OTHERS IN THIS FORUM," not authorized" 

Brand User
ATTHelp

Community Support

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124K Messages

3 years ago

HI @AlexSaba,

 

Sorry to read of your experience. The forums teams does not have information when this will be resolved but assure you are teams are working on it. You can try refreshing the system here. This may resolve the trouble you are having. The second option is to chat our team. The link to chat is located to the right. 

 

-ATTDIRECTVCare

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
AlexSaba

Teacher

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17 Messages

3 years ago

@ATTCares

What a joke... no one has the ability to check the progress on this? Why doesn't AT&T send out texts and emails to everyone affected? I'm ready to cancel since I can't get an answer. 

 

Surely , someone there at AT&T can actually help me. Perhaps getting in touch with the DirecTV software folks and providing a problem # or ticket # for those folks on the forums who are reporting the issues. 

 

Your job would be made easier if you kept ahead of the issues and made the technicians aware too. My tech wasted 2-3 hours when he came out to install the C61K 4K Genie. 

 

2-3 hours of my time..

Brand User
ATTHelp

Community Support

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124K Messages

3 years ago

Hi @AlexSaba,

 

Please chat with us to further troubleshoot and for an update on the issue.

 

-ATTDIRECTVCare

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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2 Messages

3 years ago

I have spent time with the installing technicians, and with two phone calls to Direct TV support.  I am very dissatisfied.  They tell me that the screen note, "The Channel is not Authorized for this location" means that the 4K is not working.  They say that Engineering is "working on it", with no time frame for a solution.  Why not say that "The 4K channel is not working".   Does anyone have 4K working on 103, 104, 105, 106?  If it is not working then Direct TV should tell customers and not charge them for 4K.

AlexSaba

Teacher

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17 Messages

3 years ago

I agree. This has been a problem way to long! DirecTV. Please give us an update!! My escalation number is 0111170632577

Tutor

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2 Messages

3 years ago

I agree totally.  Why can't we get information on this problem.  It still shows up on my TV as "You are not authorized for 4K on this channel".  That is silly.
Tell us why there is a problem, and what is being done about the problem.

Robert

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

Brand User
ATTHelp

Community Support

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124K Messages

3 years ago

Hello,

 

We apologize for this inconvenience.  Our Engineering Teams are working to resolve the 4K issue with 104, 105 and 106.  We do not have a resolution time frame.  However, we recommend chatting with a representative who can assist with reauthorizing your 4K service, give any additional information and escalate further if necessary.

 

Thanks.

 

-ATTDIRECTVCare

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Teacher

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22 Messages

3 years ago

This is complete bull. "We do not have a resolution time frame." What a joke. I wonder what would happen if the users "Didn't have a payment time frame"? Contracts are supposed to work both ways. If we, the user, didn't uphold our end of the contract we would lose service, so why should it be any different the other way around? Sadly it doesn't work that way, but I feel like "no resolution time frame" is a joke 12 months later.

Tutor

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6 Messages

3 years ago

I have to agree this is a little too much. I even had directv install a line in my room where I previously had a wireless box cause they said my box needed to be hard lined So new hole in my wall for nothing cause no 4k with the box you gave me..... Thanks directv if I would have known it would have all been for no 4k either way I would have stuck with my wireless box.

ATTTimCS

Employee

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231 Messages

3 years ago

Hi Everyone,

 

I was able to solve this one (error "4k service is not available in your area"), so I just wanted to jump in and share my personal experience.  I had the same issue and called customer service, had a tech come out, etc.  I was told the same thing, that it was a known isue and nothing could be done.

 

However, this is where it gets interesting.  I have 3 tv's, only 1 is 4k.  That tv is in my living room, and is a genie mini.  My main box is in a bedroom (non 4k) and another genie mini in another bedroom (non 4k).  I decided to see what happens if I try to view 104, 105, etc on one of my non 4k tv's.  When I did this, I received a totally different error message.  The error I received (paraphrased) was "the tv you are trying to view this content on does not support 4k, and will be converted to be viewable".  If this was an overall issue of not being available in my area or something else, why wouldn't all the tv's get the same error I thought?  So, I moved the box from the non 4k tv to the 4k tv, and put the box that was on the 4k tv on a non 4k tv.

 

It worked!  I asked the tech why that would be, and he had no idea.  I even talked with some folks I know at DTV, and they also indicated that they didn't know why that would work.  Their best guess was it must have caused something to reprovision when it got reconnected.   

 

However, there is no disputing that I was getting the error "not available in my area" and now it works flawlessly!

 

Let me know if you have any questions, hopefully I explained it correctly.

 

Tim

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Juniper

ACE - Expert

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21K Messages

5 months ago

This thread had the question updated today, but no new responses. The information is outdated. Specifically the package requirements (Ultimate or Premier) as that changed a few years ago. Also 4K is output through a Client as there is no full 4K receiver (yet, at least as of this post).

So for anyone looking into 4K, here is the correct info as of the start of 2020.

HR54 Genie on non 4K tv (Can connect to a 4K tv, but will not provide the 4K feed to it).

C61K Mini Genie Client (wired only at this time) on 4K tv.

Remember Client has no tuner of its own, uses 1 from the Genie.

4K tv must support HDCP 2.2, HDMI 2.0, and 60fps (frames per second)

Directv Installation, 4K tv must be there

Package Select or above as of 12/15/2016 (used to be only Ultimate or Premier). So only the Family package will not get 4K service at all.

At this time there are only a couple channels in 4K (plus a few PPVs).

Even if you have multiple 4K clients, only one tv can be using a 4K channel at a time.

You can use a DirecTV Ready TV (has built-in RVU Client), instead of Mini Genie Client. Difference is that TV must be connected to home internet as TV maker (not DirecTV), supplies software updates. No difference in monthly cost, but as is more 3rd party equipment and management, a Mini Genie is usually better.

Instead of the 3rd generation Genie (HR54) you can have the Genie-2 (HS17). The benefit is it allows 2 Clients at a time using a 4K channel. Downside is it forbids HDDVRs, which hard caps your tuners being Client only among other restrictions per design.

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